Customer first policy

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Putting our customers first

We are committed to placing customers at the heart of our service. We pride ourselves on the service that we give. Our goal is to set the highest standards in our industry, maintaining a reputation for quality and service in all that we do.

We will:

always show you our photographic identification cards

treat all of our customers fairly, honestly and with respect, tailoring our service to meet each customer’s needs

act in a professional way and be polite, helpful and friendly at all times

keep you informed at every stage of the process

communicate using plain language — providing information that is easy to read and understand

organise mutually convenient appointments

tell you as soon as possible if we need to change appointments

be easy to contact, through a variety of methods

respect your property and make sure that it is adequately protected

get it right first time and, if not, take action straight away to put the issue right

respond and deal with any enquiries promptly

be open and honest and explain our decisions

have a well-trained workforce with the skills and knowledge to do the job

ask for your views and listen to what you have to say, and keep our promises.

We ask you to:

always check our identification cards

treat our team politely and with respect

reply promptly when we are making appointments

tell us about any special needs you may have

be ready for us by moving curtains, blinds, furniture and valuables where possible